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From paper to precision: Turning financial clarity into community impact at Crosspoint Human Services
Reporting time cut from hours to minutes
Accounts payable workload reduced by 50%
Two positions reallocated through efficiency gains
Seamless EHR integration for unified visibility
Invoices scanned and attached electronically — no more paper rooms
Building structure for a mission that never sleeps
At Crosspoint Human Services in Danville, Illinois, compassion drives every decision — but so does accountability.
The nonprofit operates three locations, offering a lifeline to individuals and families facing housing instability, domestic violence, mental health challenges, or other crises. With programs supporting veterans, the homeless, and people with developmental disabilities, Crosspoint’s work touches thousands of lives each year.
They also manage three critical helplines — including crisis intervention and domestic violence support — with 130 employees and a modest $8.5 million annual budget, funded primarily through grants and state programs.
Behind the mission is Chief Financial Officer Michelle Glines, who oversees accounting, billing, and IT with a team of five. When she first stepped into the CFO role, she inherited an outdated ERP that couldn’t keep up with the pace or complexity of the work.
“We couldn’t even use a mouse with that system,” Glines said. “You had to navigate with function and arrow keys.”
Outdated systems, outdated processes
The legacy system had become a bottleneck. It didn’t integrate with Crosspoint’s electronic health records (EHRs), creating major gaps between clinical and financial data. Reporting was cumbersome — closer to programming than accounting — and the team was buried in paper.
Entire rooms were filled with old accounts payable invoices, including every power bill paid in the past 25 years. The system couldn’t attach scanned documents, so Glines’ vision of a paperless office was impossible.
Even worse, the developer eventually stopped supporting the software altogether. Each tax or payroll law change meant weeks of manual fixes, and every technical problem fell to Crosspoint’s single IT employee.
When leadership finally approved the purchase of a new system, Glines knew what she wanted: something easy to use, flexible enough to handle detail, and capable of integrating with EHR data.
“Multiview has made a huge difference, just in our day-to-day,” Glines said. “It now takes five people to do what used to take seven.”
Simplicity and strength in one system
Ease of use was essential. Many of Crosspoint’s long-tenured employees weren’t tech-savvy, and complex, multi-step software would never gain adoption.
“Some systems made simple tasks feel like a maze,” Glines recalled. “It looked like I’d have to go through five different areas just to input an invoice and print a voucher.”
After evaluating several options, Crosspoint chose Multiview ERP for its straightforward workflows and deep functionality. Multiview allowed the finance team to:
- Track transactions at a more granular level, such as by insurance type or client category
- Scan and attach invoices directly to entries, dramatically reducing paper use
- Integrate seamlessly with EHRs, closing the loop between care delivery and cost visibility
- Generate reports in minutes, without needing IT intervention
Change that delivers measurable results
Today, Crosspoint’s finance team works faster, smarter, and with greater confidence. The accounts payable process now takes half the time it once did, and the paper backlog is gone.
“I know everything that’s in the system,” Glines said. “Every dollar, every invoice. I absolutely understand where it’s going because I can see it.”
Reports that used to take hours — or outside help — now take minutes. “When I pull information for the Board and the Executive Director, I know everything is accurate,” she added.
Support that sets a new standard
Beyond the product, it’s Multiview’s responsiveness that stands out to Glines.
“Multiview’s helpdesk is amazing,” she said. “Every time I ask the support desk if we can do something, they’re on it immediately. I’ve never waited more than a couple of hours for a response.”
That level of service is a major shift from the past, when Crosspoint often paid steep support fees or waited weeks for answers.
“Oh, yes,” Glines laughed. “We can use a mouse now.”